1HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION METHODSINTEGRATING INTO… AND POPULATING YOUR #CMDB

USING DISCOVERY & OPERATIONAL SOLUTIONS

Hichem GuemiriSERVICENOW ARCHITECTHICHEM@HGConcept.com+1 (514) 247-0825

Maxime CarrierSERVICENOW IMPLEMENTATION SPECIALISTMCARRIER@HGConcept.com+1 (514) 962-6136

2HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

AGENDA

• Introduction

• Architecture

• Integration use cases

• Methods & Interfaces

• Other Resources…

3HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

SERVICE

DEPENDENCY

FINANCIAL

MANAGEMENTSOFTWARE

LICENSING

VENDOR

MANAGEMENT

PROCUREMENT

CLIENT

MANAGEMENT

SERVICE

CATALOG

PROBLEM

MANAGEMENT

INCIDENT

MANAGEMENT

CHANGE

MANAGEMENT

CONFIGURATION

MANAGEMENT

REQUEST

FULFILLMENT

ORCHESTRATION

CONFIGURATION

AUTOMATION

SYSTEMS

INTEGRATION

DATABASE

MANAGEMENT

DISCOVERY

DATA CENTER

AUTOMATION

EVENT

MANAGEMENT

BUSINESS

STRATEGY

ENTERPRISE

ARCHITECTURE

PROCESS

DESIGN

PROCESS

ASSESSMENT

CLOUD

MANAGEMENT SERVICE

MAPPING &

DESIGN

SERVICE

DESIGN

SYSTEMS &

NETWORK

MANAGEMENT

RISKS &

COMPLIANCE

I.T GOVERNANCE

CMDB

HR

LEGALGRC

APPLICATION

DEVELOPMENTDATA

MIGRATION

WORKFLOWS

CUSTOM

INTEGRATION

ASSET

MANAGEMENT

OPERATIONS

MANAGEMENT

APPLICATION

MANAGEMENT

PROCESS

AUTOMATION

BUSINESS

MANAGEMENT

SERVICE

MANAGEMENT

I.T

PLANNING

SERVICE

PORTFOLIO

FACILITIES SDLC

SERVICE

MAPPING

VIRTUALIZATION

MANAGEMENT

PROVISIONING

STORAGE

MANAGEMENT

EMPLOYEE

PORTAL

BACKUP

MANAGEMENT

SECURITY

ALERTS

TRAINING

CAPACITY

MANAGEMENT

AVAILABILITY

MANAGEMENT

BUSINESS

CONTINUITY

ROADMAP

STRATEGY

ACQUISITION

AT THE HEART OF YOUR SERVICE MANAGEMENT! THE CMDB…

4HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

SERVICENOW… A SHARED ARCHITECTURE

STORAGE

BACKUP

NETWORK

TELECOM

DATA CENTER

VIRTUALIZATION

SERVERS

INCIDENT

MANAGEMENT

RESPOND TO INCIDENTS / RESTORE SERVICE

SERVICE

CATALOG MANAGEMENT

SERVICE ASSET &

CONFIGURATION

MANAGEMENT

Identify CI s & Dependencies

Manage Service Models

REPORT

MANAGEMENT

PROBLEM

MANAGEMENT

REQUEST

FULFILLMENT

CHANGE

MANAGEMENT

SUPPORTSSUPPORTS SUPPORTS

EVENT

MANAGEMENT

EVENT PROCESSING

EVENT RESPONSE

EVENT INTEGRATIONS

EVENT CORRELATION

EVENT ANALYTICS

SUPPORTS

INTEGRATES WITH

SERVICE LEVEL

MANAGEMENT

KNOWLEDGE

MANAGEMENT

NETWORK

FLOW

DATABASE

APPLICATIONS

SNMP

TRAPS

WMISYSLOGSWEB

SERVICESSCRIPTS

SERVICENOW

CMDB

STAFF

IT ANALYSTS

SYSTEMS

ADMINISTRATORS

CUSTOMERS

DATA

PROVIDED BY

SERVICE DESK

FUNCTION

SERVICE

CATALOG

SERVICE

ADMINISTRATION

SERVICE

DELIVERY

SERVICE

PRODUCING

SYSTEMS

SERVICE

CONSUMERS

SERVICE

REQUEST

SERVICE

SUPPORT

WEB PORTAL

SERVICE PORTAL

WEB ACCESS BASED ON ROLE

SERVICE

RECEIVING END POINT

SERVICE

PROVIDERS

SERVICE

SUPPORT

SERVICES

5HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

POPULATING THE CMDB

DISCOVERYINTEGRATIONS

CONSOLIDATED

CMDBASSETS & CONFIGURATION ITEMS

INVENTORY

DATA

CENTER

NETWORK

TELECOM

SERVERS

STORAGE

DBMS

APPLICATIONS

POPU

LATI

NG

TH

E C

MD

B

BUSINESS

SERVICE

APPLICATION

SERVICE

TECHNOLOGY

SERVICE

BUILDING

LOCATION

ORGANIZATION

PEOPLE

ANALYST

GROUP

OWNERSHIP

SLA

CI R

ELA

TIO

NSH

IPS

CUSTOMERS

SERVICES

6HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

CMDB POPULATION APPROACH

7HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION USE CASES• AUTHENTICATION

• BULK DATA IMPORT

• BULK DATA EXPORT

• TRANSACTIONAL DATA EXCHANGE

8HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

USE CASE 1: AUTHENTICATION

WHAT HOW

• Leverage external system for authentication

• Leverage authentication of other systems

• Multiple authentication stores

• LDAP Listener Import via MID Server Authentication (LDAPS and not via MID Server)

• Digest Token w/ nonce

• SAML (2.0)

• Multi-Provider SSO

9HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

USE CASE 2: BULK DATA IMPORT

WHAT HOW

• Importing bulk data from 3rd party systems

• One time import

• Scheduled import at regular intervals from multiple locations

• Load Import Sets FILE

o Tabular data retrievalo FTPo SFTPo SCPo FTPS

o POST (HTTPS) to instanceo CSVo Excelo XML

o MID Server - Scheduled File Importer JDBC LDAP

• Transform into target Field maps / scripts Transform Maps

10HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

USE CASE 3: BULK DATA EXPORT

WHAT HOW

• Exporting bulk data to 3rd party systems

• One time export

• Scheduled export at regular intervals

• Data Archiving / Warehousing

• 3rd party reporting

• Sharing data across multiple instances

• ODBC Driver

• Email as attachment

• Data Processors via HTTP Request XML CSV XLS

• Web Service batching SOAP REST JSON

11HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

USE CASE 4: TRANSACTIONAL DATA EXCHANGE

WHAT HOW

• Send and receive data based on event triggers Ticket, Incident, Problem integrations...

• Building remote client to interact w/ ServiceNow

• Custom Web UI

• Orchestration

• Inbound Web Services Direct Web Services (REST/SOAP) Import Set Web Services (REST/SOAP) Scripted Web Services (SOAP) Custom Processor (HTTPS/REST)

• Inbound Email Actions (Event Management)

• Outbound Web Services RESTMessageV2 SOAPMessageV2

12HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

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INTEGRATIONS BEST-PRACTICE Tables vs. File For Import Sets

SOAP & REST APIs provide complete access to instance data

Export based web services allows for fast, easy pull of data

1. Inventory all data sources for each CI Class

2. Review Documents provided by Project Team• Integration methods and data sources

• CI Classifications and table structure

• Common Attributes security related attributes

• Data Dictionary

3. Extract Data from operational toolsets

4. Enable integrations

13HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

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INTEGRATION METHODS• MID SERVER

• IMPORT SETS

• TRANSFORM MAPS

• REST API EXPLORER

• REST MESSAGES

• PROCESSOR

• WEB SERVICE

14HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATIONS METHODS

SNOW

INTEGRATIONS

MID SERVER

IMPORT SETS

TRANSFORM MAPS

REST API EXPLORER

REST MESSAGES

PROCESSOR

WEB SERVICE

15HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION METHODS: MID SERVER

• Discovery

• Orchestration

• Import Sets

– JDBC

– File

– LDAP

• Microsoft SCCM

• Microsoft System Center Operations Manager

Integration with monitoring tools, for receiving messages (traps, soap calls, web services) internally to ServiceNow

16HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION METHODS: IMPORT SETS

GOOD FOR CONSIDERATIONS

• Importing bulk data from external files

• Application-specific web services

• Web service import sets allow you to restrict direct web service

access to an application table.

• Web service import sets automatically apply transform maps

17HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION METHODS: TRANSFORM MAPS

GOOD FOR CONSIDERATIONS

• Data transformation and clean up

• Identification of and updates to existing records

• Identify the fields that make a record unique and use them to

coalesce.

• There are several existing transform maps you can use as

templates.

• Filter out first – Do not import data that has not changed

• Coalescing on non-indexed fields

18HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION METHODS: REST API EXPLORER

GOOD FOR CONSIDERATIONS

• Proper formatting of REST requests• Table API

• Retrieve records from a table (GET)• Create a record (POST)• Retrieve a record (GET)• Modify a record (PUT)• Delete a record (DELETE)• Update a record (PATCH)

• Aggregate API• Retrieve statistical calculations for a table (GET)

• Import Set API• Create a record in an Import Set staging table (POST)• Retrieve an Import Set record (GET)

• Testing inbound REST requests

• Generating sample code

• Can eliminate the need for web service client tools.

• Use to reduce the complexity of scripting REST calls.

• Calls bypass application access settings.

19HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION METHODS: REST MESSAGES

GOOD FOR CONSIDERATIONS

• Communicating with external applications

• Automatically including record values by using variables

• Use Preview Script Usage to see how to code a REST message.

• REST messages require asynchronous business rules.

20HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION METHODS: PROCESSORS

GOOD FOR CONSIDERATIONS

• Running arbitrary code from a URL

• Applying an operation to multiple tables

• Creating processors requires using the application scope’s

namespace identifier in the URL.

• Consider whether web services can accomplish the same goal.

• There are many existing processors to use.

21HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION METHOD: WEB SERVICES

• INBOUND: Inbound web services allow you to access and modify ServiceNow data using a client application.

– Direct Web Services: query tables and records directly using SOAP, REST, or other web service formats.

– ODBC Driver: report on ServiceNow data using an ODBC client, such as Microsoft Excel.

– Import Set: access the import set tables and import data through a web service interface.

– Scripted Web Services: define custom web service endpoints using JavaScript.

• OUTBOUND: Outbound web services allow you to send SOAP and REST messages to external web service providers.

– Outbound REST

– Outbound SOAP

• EXPORT WEB SERVICES

• Excel

• PDF

• RSS

22HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

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SOAP COMMUNICATION FLOW

23HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

WEB SERVICES: DIRECT vs. IMPORT SET

Direct: Query Import Set: Create, Update, Delete

ServiceNow supports multiple APIs for direct web services.

SOAP https://en.wikipedia.org/wiki/SOAP

REST https://en.wikipedia.org/wiki/REST#Applied_to_web_services

CSV https://en.wikipedia.org/wiki/Comma-separated_values

EXCEL https://en.wikipedia.org/wiki/Microsoft_Excel_file_format#File_formats

JSONv2 http://json.org/

PDF https://en.wikipedia.org/wiki/Portable_Document_Format

RSS https://en.wikipedia.org/wiki/RSS

XML https://en.wikipedia.org/wiki/XML

ODBC https://en.wikipedia.org/wiki/Open_Database_Connectivity

24HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTEGRATION INTERFACES

• EMAIL

• JDBC

• ODBC

• SOAP

• REST

• DATA EXPORT

25HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

SUPPORTED INTEGRATIONS INTERFACES

INTEGRATION INTERFACES

EMAIL

JDBC

JSON

SOAPREST

ODBC

DATA EXPORT

26HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTERFACE: EMAIL

Inbound email actions enable an administrator to define the actions ServiceNow takes when receiving email

27HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTERFACE: JDBC

• A JDBC probe runs on the MID Server to query an external database via [JDBC] and returns results to ServiceNow. Probes

interact with the MID Server via the ECC Queue.

• To query a table using a direct JDBC probe, requires the following parameters

• JDBC driver class name

• JDBC connection string

• Database server

• Database name

• User name

• User password

• You can configure a JDBC data source to use the ID of the user configured for the Windows MID Server service for SQL Server

authentication.

28HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTERFACE: SOAP

• ServiceNow publishes its underlying table structures and associated data with the following Web Service methods:• Direct Web Services: Use a URL query to request a ServiceNow table's WSDL.• Web Service Import Sets: Use import tables and transform maps to automate Web Service requests to ServiceNow

tables.• Scripted Web Services: Use custom JavaScript to execute Web Services requests.

• You can get a WSDL format by issuing a URL targeting a ServiceNow table with the WSDL parameter, for example: https://myinstance.service-now.com/incident.do?WSDL

29HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTERFACE: JSON

• JSON format is a natural extension to the JavaScript language.• JSON web service is triggered by a standalone JSONv2 URL parameter

https://<instance name>.service-now.com/mytable.do?JSONv2

• Data Retrieval

• Data Modification

METHOD DESCRIPTION

getKeys Query the targeted table using an encoded query string and return a comma delimited list of sys_id values.

getRecords Query the targeted table using an encoded query string and return all matching records and their fields.

get Query a single record from the targeted table by specifying the sys_id in the sysparm_sys_id URL parameter, and return the record and its fields.

METHOD DESCRIPTION

insert Create one or more new records for the table targeted in the URL.

insertMultiple Create multiple new records for the table targeted in the URL.

update Update existing records in the targeted table in the URL, filtered by an encoded query string.

deleteRecord Delete a record from the table targeted in the URL by specifying its sys_id in the sysparm_sys_id URL parameter.

deleteMultiple Delete multiple records from the table targeted in the URL, filtered by an encoded query string.

30HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTERFACE: REST

• Outbound REST functionality allows to retrieve, create, update, or delete data on a web server

• Send REST messages from a MID Server, which allows access an internal network

• ServiceNow sends requests to a REST endpoint using a REST message.

• A REST message contains the following elements:

• ENDPOINT: The URL of the data to be retrieved, updated, or deleted.

• HEADERS: The HTTP headers in REST messages carry the information about the data format. They apply to all methods

in that message unless the header is overridden in the method definitions.

• METHODS: The HTTP methods — PUT, POST, GET, DELETE — interact with the data at the endpoint.

31HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

INTERFACE: ODBC

• The ServiceNow ODBC driver allows an ODBC client to connect to the ServiceNow platform for reporting

• The ODBC driver supports only SELECT statements or read-only functions, and does not modify the instance data.

• There is no supported way to use the ODBC driver with a Java client application or with a Java JDBC-ODBC bridge

32HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

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INTERFACE: DATA EXPORT

ServiceNow offers a variety of ways for administrators and users with the itil role to export data:

• Form export: Export an individual record from the user interface. Choose PDF or XML format directly from a form.

• List export: Export multiple records from the user interface. Choose CSV, Excel, PDF, or XML format directly from a list.

• Scheduled export with reports: Automatically export multiple records from a table on a set schedule. Create a scheduled job to

regularly export data as a report.

• Direct URL access: Export multiple records from a table using the ServiceNow CSV, Excel, PDF, or XML processor. Specify the table

form or list you want to export in the URL.

• Web services/SOAP: Export multiple records from a table when an external client makes a web services request. Create an external

application or process to automate the retrieval of data from an instance via web services or SOAP.

33HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

WEB SERVICE: INTEGRATION TESTING TOOLS

• cURL

– Command line tool for making HTTP requests. Allows complete configuration of HTTP requests and verbose logging of request and response.

• Runscope

– Web based API testing tool that allow for capturing HTTP requests to debug as well as acts as a proxy for requests to APIs that allows you to

see both the HTTP request and response. Also provides ability to use script automated API test cases via Javascript and schedule them to run.

• ReadyAPI (formerly known as SOAPUI):

– Web service testing tool (SOAP & REST) providing the ability to generate sample requests by parsing WSDL.

• Hurl.it(hurl.it)

– Web based testing tool providing ability to make simple HTTP requests against an API from web and see response.

• Httpbin (httpbin.org)

– Web based HTTP client testing service. Allows you to make HTTP requests against httpbin and see the response in the browser.

• Google DevTools

34HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

SERVICENOW INTEGRATION RESOURCES

ServiceNow Developer Portal

ServiceNow Developer Community

StackOverflow

ServiceNow Integration Video Series

• Integration Interfaces Overview

• Outbound Web Service

• Inbound Web Service

• Import Sets

• The Application Menu

35HGCONCEPTIT Service Management | IT Asset Management | IT Service Operations | IT Process Automation

© 2016 HGConcept All Rights Reserved

SERVICENOW BOOKS BY HGCONCEPT

Hichem GuemiriSERVICENOW ARCHITECTHICHEM@HGConcept.com+1 (514) 247-0825

Maxime CarrierSERVICENOW IMPLEMENTATION SPECIALISTMCARRIER@HGConcept.com+1 (514) 962-6136